Key Responsibilities Incident Request Management Serve as a primary point of contact for IT-related issues via phone email portal and chat Log prioritize and manage incidents and service requests using ITSM tools ServiceNow Jira Remedy Freshservice etc Provide L1 5 to L2 level support resolving moderately complex issues related to Windows OS macOS optional and MS Office O365 Outlook Exchange Teams OneDrive SharePoint Network connectivity LAN WLAN VPN Printers hardware components and peripherals Mobile device management MDM tools Intune WorkspaceONE etc Advanced Troubleshooting Troubleshoot system network and application issues requiring deeper investigation Perform root cause analysis and implement preventive measures for recurring incidents Escalate complex issues to specialized L2 L3 teams when required ensuring proper documentation User Access Management Perform user onboarding offboarding tasks including account creation permissions and access provisioning Manage Active Directory Azure AD tasks password resets group membership policy application Assist with MFA SSO and identity-related troubleshooting Device Management Support Configure deploy and support desktops laptops and mobile devices Manage OS and application installations updates and patching Support hardware upgrades replacements and asset lifecycle management IT Operations Maintenance Support regular IT health checks patch cycles and scheduled maintenance activities Assist with compliance tasks such as license tracking audit preparation and asset inventory updates Monitor system performance and escalate issues proactively Documentation Knowledge Management Create update and maintain knowledge base articles SOPs and troubleshooting guides Ensure accurate documentation for incidents resolutions and configuration changes Customer Service Communication Provide excellent customer service with a focus on professionalism empathy and clarity Communicate technical solutions in simple terms tailored to end-user needs Ensure timely follow-up and closure of incidents and requests Required Skills Experience 2-5 years of experience in IT Service Desk Helpdesk or Technical Support roles Strong knowledge of Windows OS Microsoft Office O365 and common business applications Experience with Active Directory Azure AD and basic group policy troubleshooting Familiarity with networking basics IP DNS DHCP VPN Hands-on experience with service desk ITSM tools ServiceNow preferred Experience with remote support tools and device management platforms SCCM Intune JAMF etc Robust problem-solving and multitasking abilities Preferred Qualifications ITIL Foundation Certification highly preferred CompTIA A Network or equivalent certifications Experience supporting macOS and Linux optional Exposure to endpoint security solutions AV EDR tools Location Vasanthnagar Bangalore Shift US Shift Working Days 6 Days Job Types Full-time Permanent Pay 500 000 00 - 1 000 000 00 per year Work Location In person

📌 It Service Desk Engineer (Karnataka)
🏢 Vintage Solution
📍 Karnataka